Queensland Rail appoints new executive leader to drive customer service and innovation10/01/2018

A senior executive with more than 18 years' experience in driving change, innovation and customer service in the global aviation and travel industries has joined Queensland Rail's Executive Leadership Team this week.

Queensland Rail Chief Executive Officer, Nick Easy, said he was pleased to confirm Natalie Roach, a former Head of Customer Experience at Qantas, had been appointed to the new role of 'Executive General Manager of Customer Service and Innovation', to spearhead an improved focus on innovation and customer service across the business.

"Natalie is a proven leader working for organisations such as Heathrow Airport in the United Kingdom, where she led the response to major incidents, was involved in the opening of a new terminal, and was responsible for 1,100 staff supporting more than 30 airlines," Mr Easy said.

"Over the last six years, Natalie has held executive level roles with Qantas, including Global Head of Support Services, Head of Australian Regional Operations and most recently Head of Customer Experience in Sydney.

"In these roles, Natalie has driven transformation and efficiencies in complex, highly regulated, customer-facing environments; improving the customer experience and service levels.

"I welcome Natalie to the Queensland Rail Executive Leadership Team and look forward to continuing to drive change and improvements in South East Queensland's rail network."

The appointment of a chief customer officer to drive a customer-focussed culture across Queensland Rail was a key commitment of the 'Fixing the Trains' implementation plan, in response to the Strachan Commission of Inquiry.

Natalie Roach commenced her role as Queensland Rail's Executive General Manager Customer Service and Innovation this week.